Banking's historical focus on revenue-driven digital transformation has neglected customer experience (CX).

Overemphasis on customer self-reliance poses risks, potentially hindering relationship-building.

Solutions should focus on prioritizing understanding and meeting customer needs over cost efficiency, continuously evaluating and optimizing technology for customer benefit, and ensuring delivery of engaging, personalized communication across preferred channels.

Successful CX initiatives focus on digital proactivity, providing real-time, personalized insights and support to customers.

Effective implementation requires advanced data analytics and personalized communication capabilities.